Workday to ServiceNow ITSM integration to generate RITM

B Ashok
Tera Guru

‎04-21-2025 08:25 AM

Current Scenario

What we have  :  Workday, ServiceNow ITSM, Integration Hub, and the HRSD Spoke.

Current Problem

Once a manager completes the onboarding tasks for a new joiner in Workday, they are required to manually go to the ServiceNow Service Portal and submit a "New Joiner Request." In the ServiceNow form, they re-enter details such as:

  • Joiner Name

  • Location

  • Manager Name

  • Joiner Date

  • Joiner Type (Permanent, Third-party, Contractor)

  • Vendor Number (VN)

  • Laptop Model

  • Required Access (e.g., Salesforce, O365)

  • Applications and Software Installations

Based on this information, the following catalog tasks are created and assigned to the respective teams:

  1. Joiner AD Account Creation

  2. Software License Allocation

  3. Laptop Allocation and Preparation

  4. Software Installation

  5. Application Access Provisioning

Requirement:

Once the manager completes the onboarding tasks for a new joiner in Workday, a New Joiner RITM should be automatically created in ServiceNow—along with the associated catalog tasks assigned to the relevant teams. The manager should not have to re-enter the same information manually into ServiceNow.

Please help me best possible approach..

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JenniferRah
Mega Sage
Mega Sage

‎04-21-2025 11:26 AM

You can do this in a few different ways. The first thing you will have to do, no matter which approach, is to create the New Joiner catalog item and Flow with the appropriate tasks. Then you can either:

 

  1. Write a Scripted REST API that submits the form. Workday can call when it needs to submit the form.
  2. Write an Inbound Action that submits the form and pulls data from an email. Have Workday send an email to SN when it needs to submit the form.
  3. Have Workday create a report that you can run (via a Scheduled Job) daily/hourly/whatever to see if any new joiners have been added. If so, you can use the information in their report to submit the form.

There are probably more options, but these were the first that came to mind.